Success Stories

ICAN has gotten real results for real New Yorkers.  Read some of their stories here.

Preventing reductions of home care services

Photo of ICAN client Carmen Santiago

Carmen Santiago had been living in the same building in Brooklyn for 49 years. She was like the mayor of the building, surrounded by a community whom she had supported over the years, and were now helping to support her. But at 78 and suffering from osteoporosis, she also needed home care services to remain in her beloved home.

In May 2015, Carmen Santiago called ICAN because she was nervous about a letter she had received from her MLTC plan. She had been receiving 25 hours per week of home attendant services, and the letter said that her services would be reduced to 12 hours per week.

The ICAN counselor helped her request an appeal to challenge her plan’s decision.  She also called her doctor’s office to get a letter explaining that she had a history of falls and needed help every day.

But the plan denied her appeal anyway.  So her ICAN counselor helped her request a fair hearing with the State. She came to visit Ms. Santiago to learn more about the kind of help she needed with her daily activities.  She obtained copies of the assessments from the plan which showed that Ms. Santiago’s condition had not improved. Armed with this information, ICAN contacted the law firm representing the plan and convinced them to restore Ms. Santiago’s services without a hearing.

Reinstating lapsed coverage

success story

Eighty-six years might have taken a toll on her health, but they haven’t dimmed Ollie Kirkland’s sense of humor. She had a home attendant who was coming to her Brooklyn apartment for 12 hours a day to help with meals, showering, and taking her medication.

But in May her home attendant stopped coming, without any explanation from her insurance company. It turns out that her coverage had been due for renewal in the winter, but her insurance company didn’t discover the lapse until much later. Mrs. Kirkland’s daughter came up from Georgia to care for her and reapply for coverage. But even after her application was approved, she couldn’t get the home care services to restart.

ICAN investigated and found that her insurance company was responsible for helping her renew her coverage. They had delayed submitting it because they told her she needed to prove her identity all over again, and she had lost her documents. But ICAN found that proof of identity is not required upon renewal. ICAN submitted a complaint to the State, and worked with the City and the insurance company to ensure that her services were reinstated in early July.